Position : Application Support Shift Agent
Salary : Up to RM 4,500 (Based on working experience)
Location : Imazium, Uptown Damansara
Working Hours : 6.00pm – 6.00am (Fully working in Night Shift with fixed hours, On-site)
Working Schedule : 4 days of work followed by 4 days off (Including weekends and public holidays)
Remark : Training will be provided and take place during normal working hours in the first month, followed by a transition to shift work starting in second month.
**It's a 1-year contract and will convert to permanent role.
Job summary
This role is to provide support and maintenance of software applications for customers 24/7/365 in shift which include evening, night, weekends or holidays to streamline their business operations.
Responsibility
- Create, track, and update support tickets within the system to document issues, solutions, and user interactions.
- Respond to and resolve user-reported issues related to software applications via phone, email, or ticketing systems during your shift.
- Perform basic troubleshooting and resolve common technical issues.
- Escalate complex or unresolved issues to Team Leader, following the appropriate escalation procedures.
- Ensure a smooth handover of ongoing issues or tasks for the next shift, including detailed documentation of the status of open tickets.
- Contribute to and maintain a knowledge base with solutions for frequently encountered issues.
- Provide excellent customer service by keeping users informed of the status of their requests, troubleshooting steps, and resolution timelines.
- Adhere to all operational processes, including service level agreements (SLAs), security guidelines, and internal documentation standards.
- Track, follow-up and resolve any outstanding customer issues.
Requirement
- Candidate with at least diploma in IT related field.
- Fresh graduates are welcomed to apply!
- At least 1 year of working experiences in the related field.
- Able to command in both written and spoken English.
- Possess knowledge in SQL command and networking tools.
- Ability to diagnose and resolve application-related issues in a calm and systematic manner.
Job Types: Full-time, Permanent, Fresh graduate
Pay: RM3,000.00 - RM4,500.00 per month
Benefits:
- Dental insurance
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance
Application Question(s):
- Are you able to work in night shift? (6.00pm - 6.00am)
Education:
- Diploma/Advanced Diploma (Preferred)
Experience:
- SQL: 1 year (Preferred)
Language:
- Mandarin (Preferred)
Work Location: In person
